Hi, and welcome! you're now one of the practices using Bookable Navigator to handle patient requests.
Here's what that actually means for your team, day to day.
What Bookable Navigator does ⭐
A patient describes their problem in their own words. Bookable Navigator asks a few targeted follow-up questions, works out how soon they need to be seen, and gets them to the right place.
Every single request (provisionally booked, recommended / diverted to other care settings, or flagged for review) lands in your triage inbox, sorted by urgency. Nothing happens behind your back. Your team still reviews every request, confirms every booking, and makes the final call. Bookable Navigator does the sorting; you do the deciding.
The bit we'd want you to know first 🦺
If a patient describes something that sounds like a genuine emergency (like chest pain, stroke symptoms, anaphylaxis) Bookable Navigator shows them 999 advice immediately. If they accept it, the session ends there. No form filled out, no data collected, and no inbox entry.
That's not a gap in the system, it's the same approach NHS 111 online and Accurx Patient Triage take, and it's deliberate: collecting details for a service you won't be providing just slows down the one thing that matters, which is getting them to 999 faster.
Your team should know this happens, so the inbox is never mistaken for a complete record of everyone who got in touch that day. Patients calling or walking in still get your normal safety-netting, same as always.
If a patient sees that advice and says it doesn't apply to them, it's a different story – that case is captured in full and routed straight to your inbox, with what triggered it, their reason, and Bookable Navigator's original assessment all attached.
What your triage team will do 🤗
Three things, mostly:
Review what lands in the inbox – sorted by urgency, so the most pressing requests surface first.
Apply your judgement – Bookable Navigator's urgency band and reasoning are there to support a decision, not replace one.
Act on the flags – especially anything marked for immediate attention or sent for clinician review.
Resolved tickets file themselves straight into EMIS, with the patient's request, the triage questions and answers, and any photos attached – so nobody's retyping notes by hand. And if a case can't be matched to a patient record automatically, it waits in a dedicated folder for your team to match manually, rather than getting filed on a guess.
Why we built it this way 💙
We're a small team working out of a real GP surgery, which means we've felt the parts of this that don't work before we built the parts that do. Twenty-six percent of England's GP practices already use Healthtech-1 products. Bookable Navigator isn't a promise about the future, it's built on what we've learned actually holds up at the front desk.
If something feels off, or you spot a case that should've been handled differently, tell us. That feedback is exactly how the system gets sharper.
Welcome aboard – we're glad you're here! 💙